25 Quotes

to Help

You Ignite

Customer

Connections

About Igniting Customer Connections:

Fire Up Your Company’s Growth By Multiplying

Customer Experience & Engagement

During the past few years I have seen clients fundamentally change the

performance of their marketing by simultaneously focusing their strategies on

improving how customers engage with their brand and how they (and the

broader base of consumers) experience the brand. They’re not just observing

this connection. They’re proactively allocating marketing strategies and dollars to

improve engagement and experience – and ultimately, improving business

outcomes – including sales, share of wallet, and brand equity – dramatically.

That said, I wanted to write a book not based on theory or simple anecdotal

examples. So I have commissioned proprietary research that provides clear

insight and direction in terms of how we, as marketers, should optimize the

range of diverse new channels, media, and technologies to drive brand and

business equity.

I wrote Igniting Customer Connections to help marketers like you use data,

content, and technology to forge customer connections in ways that were

unthinkable just a few years ago. This book is intended to help you take

advantage of the amazing capabilities available today. And also get the respect

(and promotion, of course) that hard-working marketers deserve. It provides a

unique set of research and intellectual property designed to guide you to the

next generation of successful marketing – turning marketing from a cost center

to a vital function that systematically drives profitability for your organization.

Andy Frawley,

Author of Igniting Customer Connections

President of Epsilon

Table of Contents

Customer Connections

Technology

Moments of Truth

Data

Marketing Strategy

Customer Connections

Technology

Moments of Truth

Data

Marketing Strategy

“Igniting customer

connections starts

with a single spark-

a new idea,

a revolutionary

approach, or advice

that makes a

real difference.”

“The balance of

power has shifted

from brand to

consumers. And the

impact of consumer

empowerment cannot

be underestimated.”

“Until you look at a

customer holistically,

you will not be able

to optimize the

relationship.”

“Every consumer is a

unique collection of

accumulated and

ever- evolving values

and choices.”

“ROE2 gives you a new way to

create, nurture, and ignite

your customer connections.”

Customer Connections

Technology

Moments of Truth

Data

Marketing Strategy

“Consider what you

need to ignite and

nurture customer

relationships, then find

the technology that

makes it happen.”

“Technology can help

you build strong

customer relationships.

Or it can do the

opposite. It’s all about

what you do with it.”

“Significant

advancements in

many of the

capabilities and

technologies are

fueling a major and

ongoing digital

disruption in

marketing.”

“Now media is in

the palm of every

consumer’s hand,

and everyone is

a producer.”

“On the Internet,

emotions are easily

shared, for better

or for worse.”

“Technology isn’t

the salvation of

marketing. While it

may accelerate and

enable the brain of

your organization,

people remain at

its heart.”

Customer Connections

Technology

Moments of Truth

Data

Marketing Strategy

“The atomic moment

of truth is a critical

point of interaction.”

“Every atomic

moment of truth is

an opportunity for a

brand to understand

and impact

engagement and

experience.”

“Remember real-time

is not always the

right time.”

Customer Connections

Technology

Moments of Truth

Data

Marketing Strategy

“It all starts with data.

Data leads to insights and

action. But you have to

have the right data first.” Elmer Smith,

Vice President of Customer

Strategy, JCPenney

“Never before have

marketers had the

opportunity to drive

such dramatic

improvements in

their business.”

“Without consumer data…

the spark would

simply go out.”

“Big Data by itself isn’t a

strategy. Big Data can

help you build an

advantage and make you

more competitive.”

John Costello,

President of Global Marketing

and Innovation, Dunkin’ Donuts

Customer Connections

Technology

Moments of Truth

Data

Marketing Strategy

“In the world of

marketing, getting

your organization

right is critical.”

“Perfectionism

has its place,

but so does

experimentation.”

“Any marketing

organization that

ignores its customers’

privacy does so at its

own peril.”

“Engage in the

dialogue at a

national, regional,

or local level. But

definitely engage.”

“Content is

everything that

rises above the

clutter and noise.”

When it comes to loyalty,

“we treat our members

like they’re part of an

exclusive club.” Patrick Brady,

President of Marketplace and

Ecommerce, Angie’s List

“If you’re not

changing, you’re

standing still. And

that makes you

vulnerable to the

competition.”

Visit www.IgnitingCustomerConnections.com

to order your copy.